Incident Recordation and Repair
First Claim
1. An apparatus, comprising:
- at least one processor; and
a memory storing computer-readable instructions that, when executed by the at least one processor, cause the apparatus to;
receive an incident record associated with an information technology incident;
determine a cause of the information technology incident;
identify a description of the cause of the information technology incident to be input into the incident record;
determine whether the identified description is available for selection from a list of predefined descriptions;
responsive to determining that the identified description is not available for selection from a list of predefined descriptions, inputting the identified description into the incident record;
scanning the incident record to detect any descriptions input into the incident record that are in the list of predefined descriptions; and
responsive to detecting the identified description as a description input into the incident record that is not in the list of predefined descriptions, adding the identified description to the list of predefined descriptions.
1 Assignment
0 Petitions
Accused Products
Abstract
Systems, methods, and apparatus integrating applications with a common purpose of information technology incident resolution are provided. An indication of an information technology incident is received and may include an incident record associated with the incident. Information may be extracted from the incident record. Various components may be executed to determine a cause of the incident and assist the interacting user with diagnosis and response to the incident. A description of the cause may be identified and a determination may be made as to whether the identified description or keyword statement is available for selection from a list of predefined selections in the incident record. An interacting user can choose to build a keyword statement using the selection lists within the software and then apply the keyword statement to the restoral description of the incident record. Any new descriptions created may be added to the list of predefined descriptions.
21 Citations
20 Claims
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1. An apparatus, comprising:
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at least one processor; and a memory storing computer-readable instructions that, when executed by the at least one processor, cause the apparatus to; receive an incident record associated with an information technology incident; determine a cause of the information technology incident; identify a description of the cause of the information technology incident to be input into the incident record; determine whether the identified description is available for selection from a list of predefined descriptions; responsive to determining that the identified description is not available for selection from a list of predefined descriptions, inputting the identified description into the incident record; scanning the incident record to detect any descriptions input into the incident record that are in the list of predefined descriptions; and responsive to detecting the identified description as a description input into the incident record that is not in the list of predefined descriptions, adding the identified description to the list of predefined descriptions. - View Dependent Claims (2, 3, 4, 5, 6)
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7. An apparatus, comprising:
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at least one processor; and a memory storing computer-readable instructions that, when executed by the at least one processor, cause the apparatus to; receive an indication of an information technology incident, the indication of the information technology incident including an incident record of the information technology incident; extract information from the incident record, the extracted information being associated with the information technology incident; and automatically execute, based on the extracted information, components that have been configured to determine a cause of the incident. - View Dependent Claims (8, 9, 10, 11, 12, 13)
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14. One or more non-transitory computer-readable media having computer-executable instructions stored thereon that, when executed, cause at least one computing device to:
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receive an indication of an information technology incident, the indication of the information technology incident including an incident record of the information technology incident; extract information from the incident record, the extracted information being associated with the information technology incident; and automatically execute, based on the extracted information, additional application components that have been configured to determine a cause of the incident. - View Dependent Claims (15, 16, 17, 18, 19, 20)
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Specification